Santander UK Plc
Financial Ombudsman decision DRN-3646974 Not upheld
Not upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Thu Oct 06deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Mrs M is unhappy that Santander UK Plc (Santander) won’t refund her in full for funds she lost as part of a scam.APP scam refund refused
As part of that complaint she raised concerns about the length of time it had taken for her to get through to their security team and report the fraud.Complaint handling
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3646974.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.